SRE: Service Level Management & Reliability Analytics

ICE; Atlanta (GA); On-site; USD 120,000 - 165,000; Full time

Job summary

Intercontinental Exchange (ICE) seeks a Service Reliability Engineer focused on Service Level Management to own the measurement layer for Mortgage Technology platforms. You will define SLOs, error budgets, and drive SLA reporting, translating telemetry into reliability insights for engineering teams, leadership, and clients.

This role emphasizes hands-on data work, observability tooling, and governance across ICE’s multiple business segments, enabling reliable release decisions and incident

Qualifications

• Bachelor's degree or equivalent professional experience in IT.
• 5+ years in Service Reliability Engineering, Reliability Analytics, or related discipline.
• Fluent with service level indicators, objectives, and error budgets.
• Strong SQL & metrics querying skills; able to read logs and traces.
• Hands-on with observability stack: Datadog, Grafana, Prometheus.
• Experience with ITSM platforms (e.g., ServiceNow) and data visualization tools.

Responsibilities

• Define and manage SLOs, error budgets, and burn rate tracking.
• Collaborate with SRE to validate outage calculations for SLA reporting.
• Build reliability dashboards and operational performance reports.
• Prepare post-incident reviews and incident summaries for stakeholders.
• Contribute to governance materials presenting reliability posture and risk.

Skills

SRE principles

Observability

SQL

Data analysis

Education

Bachelor's degree in information technology, Computer Science, or related field

Tools

Datadog

Grafana

Prometheus

ServiceNow

Excel

Power BI

Job description

Intercontinental Exchange (ICE) seeks a Service Reliability Engineer focused on Service Level Management to own the measurement layer for Mortgage Technology platforms. You will define SLOs, error budgets, and drive SLA reporting, translating telemetry into reliability insights for engineering teams, leadership, and clients.

This role emphasizes hands-on data work, observability tooling, and governance across ICE’s multiple business segments, enabling reliable release decisions and incident